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Score points with the right pass

Gina Toman, a Firstline Editorial Advisory Board member and a veterinary assistant at Seaside Animal Care in Calabash, N.C., says that when you do a good job passing the client off to the receptionist after the appointment, you help prevent missed charges and improve the client's experience. That's why her team members practice an approach that doesn't leave clients feeling dumped off at a busy checkout counter. Here's how it works. After the visit, you'll take the client, pet, discharge information, and medication to the front desk. Now here's the critical step: "Give the receptionist a synopsis of the visit," Toman says. You'll explain the doctor's recommendation, and the receptionist repeats the synopsis back. Then she'll check the charges you've marked and make sure nothing slipped by.

Before you step away, ask clients whether they have any questions and introduce them to the receptionist. This way, clients are in the care of another team member who can offer advice and answer questions.